Xerox

Xerox required a scalable system to train, certify, and govern a nationwide network of third-party delivery carriers and installers responsible for transporting, installing, and validating complex equipment in customer environments. MAXMedia Partners designed and managed an integrated training and documentation ecosystem that enforced operational standards, adapted to continuous product changes, and centralized more than 200,000 technical documents into a single, controlled knowledge platform.

At-a-Glance

Services Provided

Interactive training development
Learning management system (LMS) design and administration
Certification program design and governance
Technical documentation management
Knowledge base architecture and migration
Ongoing content updates and compliance support

Our Role & Scope of Work

MAXMedia Partners was responsible for end-to-end system design and long-term management of Xerox’s carrier training and documentation infrastructure.

This included platform architecture, content production, certification logic, documentation migration, indexing, version control, and ongoing operational governance across all participating carriers and installers.

Deliverables

Custom interactive LMS platform
Scenario-based training modules
Certification and recertification workflows
Nationwide compliance tracking system
Centralized Confluence knowledge base
Migrated and indexed technical documentation library
Standardized documentation formats and version control system

Timeline

Initiated in 2012; long-term, multi-year engagement

Location

United States (Nationwide)

The Challenge

Xerox relied on a distributed network of non-employee carriers and installers to deliver and install its equipment nationwide. These teams operated across varied customer environments with strict safety, security, and compliance requirements.

Training materials were fragmented, documentation was dispersed across platforms, and updates struggled to keep pace with new equipment releases, change orders, and customer-specific requirements.

Xerox needed a system that could enforce standards at scale without direct managerial control.

The Strategy

MMP approached the problem as a systems challenge rather than a content exercise. The strategy focused on building a centralized training and documentation ecosystem that mirrored real-world installation conditions, adapted dynamically to product changes, and enforced certification requirements across all carriers. Training, certification, and documentation were designed to function as a single, continuously updated operating framework.

Execution

MMP designed and implemented a custom interactive LMS tailored to Xerox’s equipment portfolio and operational realities. Training modules were built around scenario-based workflows covering packaging, delivery, installation, testing, troubleshooting, and customer interaction. Certification logic was tied directly to machine categories, accessories, and change orders, with ongoing recertification cycles.

Following the success of the training system, Xerox expanded MMP’s role to include full documentation management. MMP supervised the migration of more than 200,000 documents from Google Docs to Confluence, re-indexed the entire library by machine type, customer, accessory, service category, and update cycle, and standardized naming conventions and version control.

All updates were synchronized with engineering changes to ensure field teams always had current information.

The Outcome

Xerox gained a fully integrated training and documentation system that improved installation consistency, operational safety, and customer satisfaction across its national distribution network. Administrative overhead was reduced, documentation accessibility improved, and compliance became measurable and enforceable.

The system remains a trusted operational foundation for engineering, logistics, and customer-facing teams.